Transcript Session Title Subtitle

The Formation of the Institute of
Warranty Chain Management
Glen Griffiths
President
IWCM
Independent Warranty
Industry Association
Existing
18%
Independent
82%
Source:
WarrantyWeek –
Apr 2004
82% of survey
respondents believe
warranty association
should be a body
independent of
current industry
associations
Own Institute
• Can create true cross industry and cross
discipline warranty capability
• Can create own organizational charter
• Would not exclude some industries based
on being located with existing
organizations
• Would provide logical home for developing
warranty standards
• Would provide recognition that warranty
management is a separate discipline
WCM 2005 - 2007
• WCM 2005
• Call to action resulted in creation of
Benchmarking forum
• WCM 2006
• Raised question of what was next for the
warranty industry
• WCM 2007
• Announced formation of Institute of Warranty
Chain Management
Composition of Charter Team
Tech
Software &
Services
• Glen Griffiths
(Hewlett Packard)
• Greg Spraker
(SAS)
• Richard Howe
(Cisco)
• Andrew Clements
(Crawford & Co)
Charlie Barnes
(Toyota NA)
• Tom Bellinger
(IBM)
• MG Anderson
(ServiceBench)
• Laura Madison
(General Motors)
Automotive
• Marianne Grant
(AIAG & Proquest)
Manufacturing
• Steve
Manning
(Solectron)
Other
• Eric Arnum
(Warranty Week)
• Alison Griffiths
(ALG Associates)
• Matthew
Puopolo
(Copia Creative)
•KJell
• Kamau Njenga
Hammarstrom
Teradata
(Sun Microsystems)
Housing
Aerospace
White Goods
• Ken Dohrn
(Beazer Homes)
• David Nations
(Honeywell
International)
• Stephanie
Patterson
(Whirlpool)
Consumer
Electronics
• Mike Ehlers
(Sony)
Affiliation and
Designation of iWCM
Affiliation:
iWCM is an independent institute not
associated with another parent organization.
Designation:
iWCM is a not-for-profit organization in
support of enabling the above goal.
iWCM Vision & Mission
Vision:
To establish, promote and advance warranty
management as a recognized profession
Mission:
To advance the warranty management profession
and global warranty industry by providing a unified
voice for advocacy and leadership; to drive industry
capability through standards development; and
enable growth of professional competence via
education and access to information, services and
business solutions in the area of Warranty Chain
Management.
iWCM Structure
Chief Executive/Chairman (Volunteer/Paid)
Board of Directors (Min 4 - Volunteers)
Secretary& Treasurer (Paid)
Committees (Board Members Chair)
Education &
Certification
Resources &
Research
Standards
Best Practices
Benchmarking
Publications
Communication
& Networking
Legislation &
Public Policy
Newsletter
Web-site
Blogs
Special Interest Groups
Membership
& Finance
Current iWCM Structure
Executive Committee
President – Glen Griffiths
Vice President – Marianne Grant
Treasurer – Greg Spraker
Secretary – Tom Bellinger
Director – Kjell Hammarstrom
Executive Director – Alison Griffiths
Committees
Education &
Certification
Resources &
Research
Communication
& Networking
Legislation &
Public Policy
Membership
& Finance
IT
Chair
Glen Griffiths
Chair
Tom Bellinger
Chair
Kjell Hammarstrom
Chair
Greg Spraker
Chair
Marianne Grant
Chair
Nader Fathi
Content Sharing
Communication &
Networking Committees
Communication &
Networking
Chair
Kjell Hammarstrom
Web Portal
Blog
Newsletter
Structure: 1. What should
be there & outlook. 2. Keep
it up to date. 3. Engage
writers/document owners
(SMEs)
Structure, access, spread
awareness, engage writers,
repliers, make it fly and
visited/used.
Plan themes, invites writers
(SMEs), subscriptions
Resources and Research
Committee
Research &
Research
Chair
Thomas Bellinger
Product Quality
& Reliability
Editor
Brian Andes
Technical
Support &
Services
Editor
TBD
Logistics &
Supply Chain
Editor
Ankur Gupta
Finance &
Accounting
Editor
Debbie Smith
Legal Aspects
of Warranty
Editor
Don Cassling
Benchmarks
& Metrics
Editor
TBD
Training and Development
Committees
Education &
Certification
Chair
Glen Griffiths
Training
Development
Training
Delivery
Training
Certification
Chair
TBD
Chair
TBD
Chair
TBD
Sub –
Committees
Development Working Groups
Warranty 101 Benchmarks &
Metrics
Chair
Daryl Kreskowiak
Brian Berg
William Eliason
Chair
Kolin Kelly
Mike Roberts
Tom Washburn
Bob Mueller
Camila Morrison
Sheila Cardines
Jim Kelly
Jeff Stuart
Statistics &
Analysis
Financial
Accounting
Design for
Warranty
Chair
Dorothea Kuettner
Chair
TBD
Chair
TBD
Greg Spraker
SAS
iWCM Education, Training
and Certification
• iWCM will offer a graduated certification process for
professionals who are managing warranty data, systems, and
processes
• Aim of certification process is to:
• Provide recognition of Warranty Management as a profession
• Provide a pool of educated warranty professionals
• Develop and utilize Standards around Forecasting/Predicting
costs, quality, sales and customer satisfaction
• Streamline development of cost effective business processes by
developing and teaching Warranty Industry standards
• Core modules
• Warranty Fundamentals
• Metrics
• Tools & Processes
• Statistics
• Best Practices and Cost reduction
• Specialties in Finance, Extended Warranty , Legal, Supply
Chain etc
Course Content
Level I - Foundation
• Aimed at providing a robust introduction to warranty
management
• Targeted at people who need a good in depth
understanding of warranty management &
processes.
• Would suit first level warranty positions &
warranty system managers
• Quality managers, Supply Chain Managers,
Financial managers and others who want a good
grounding in warranty
• Modules are independent and stand alone
• To progress to full certification must pass a
separate exam at the end of each module
Course Content
Level II – Expert
• Aimed at providing an in depth view of each aspect
of the warranty value chain
• Targeted at people who manage one or more
warranty processes or managers who need to have
a deep grounding of all aspects of warranty
management.
• Would suit warranty project and program
managers, black belts of warranty and execs who
are required to manage complex warranty chains
• Individuals who provide consulting or other
services in warranty chain
Course Content
Level III – Specialist
• Aimed at providing an in depth view of one single or
‘specialist’ aspect of the warranty value chain
• Targeted at people who manage a single warranty processes
or managers who need to have an in depth grounding of
specific aspects of warranty management.
• Would suit warranty process managers who do not need
to manage or understand the whole warranty chain
• On completion of module the student will be able to:
• Work at a Master level detailed process owner in a single
but complex processes within the warranty value chain
• Consideration of iWCM Diploma (tentative)
• On completion of 3 or more specialist modules students
can apply to undertake separate certification exam
• Successful completion will result in award of iWCM
Diploma
• Diploma will only be awarded to those who have
successfully completed Level I & II Certification
Outline Education Profiles
iWCM Warranty Management Professional Certification – Level I Foundation
W101
Warranty
Fundamentals
W102
Warranty Metrics,
Benchmarking &
Standards
W103
Warranty
Statistics and
Analysis
W104
Warranty
Tools and
Processes
W105
Warranty Cost
Estimation
& Reduction
iWCM Warranty Management Professional Certification – Level II Expert
W201
W202
W203
W204
W205
Design for
Warranty
Warranty &
Supply Chain
Entitlement
& Registration
Wty Service
& Support
Advanced Wty
Analytics
W206
Warranty &
Competitive
Advantage
iWCM Warranty Management Professional Certification – Level III Specialist
W301
W302
W303
W304
W305
Wty Financial
Accounting
Extended
Warranty Mgmt
Warranty Recall
Management
Wty Contracts
& Cost Recovery
Warranty &
the law
Next Steps
• Mar-Nov 07 - Establishment of non-profit status
with IRS
• Apr/Sep 07 - Request for funding and
sponsorship
• Nov 07 – Website Launch (iwcm.org)
• May 07 to Mar 08 – Build first level services
capabilities
•
•
•
•
• Benchmarking, publications, newsletter, Full website
with resource center, etc.
Mar 08 – First iWCM Module offered
Apr 08 – Open individual membership
Sep 08 – Second wave modules offered
By Mar 09 – First Certification exams
IWCM and IEEE
• Can provide link between product
design/development and warranty costs
• Will formalize the relationship between
reliability, maintainability, supportability and
warranty cost
• Provide a forum for engineers to
understand role in warranty cost reduction
• Can help in prioritization of product
improvements
How You Can Help
• Looking for feedback on:
• Interest in becoming member of iWCM
• Feedback on potential iWCM services
• Interest in taking iWCM certification
• Looking for SMEs to develop content and
provide ongoing expertise
• Potential committee members
• Looking for corporate sponsors
San Diego
4th – 6th March
2008
Any Questions?